POPULAR DUNKIN' DONUTS

                                                       INTRODUCE MYSELF

Hi! My name is Bonnie Lo and I am taking diploma in management at UNITAR International University, Kota Kinabalu. This is my sixth semester in this programmed. This is my individual assignment of Entrepreneurship and instructions of this assignment are need to select a franchise and create a blog to show what the information I find. I will select Dunkin’ Donuts because I really love to eat it's donuts and drink ice coffee. ☕☕☕☕☕

☻Caramel Apple Doughnut and hot coffee!!!

 BACKGROUND OF DUNKIN' DONUTS

First, I will introduce the background of Dunkin’ Donuts. Dunkin’ Donuts is a doughnut franchise owned by a parent company, Dunkin’ Brand. Dunkin’ Donuts also is an American global doughnut company and coffeehouse chain based in Canton, Massachusetts.  It was founded in Quincy, Massachusetts by William Rosenberg in 1950. 

                                                               ☻ Dunkin' Donuts in 1950

                                                             ☻ Founder , William Rosenberg

Today, Dunkin’ Donuts become one of the largest coffee and baked goods chains in the world, with 11,300 restaurants in 36 different countries. It have over 1,000 items on its menu, including doughnuts, bagels, muffin, other baked goods, and a wide variety of hot and iced beverages. Hot drinks include coffee, tea and hot chocolate while cold drinks include ice tea and ‘Coolatta’ (flavored either with coffee and cream). 

                                                                       ☻ Muffin !

☻ "Coolatta"

☻ Doughnuts!

Dunkin’ Donuts also is the number one retailer of hot regular coffee-by-the-cup in America; Selling 2.7 million cups a day, nearly one billion cups a year. February 1990, the primary competitor of Dunkin’ Donuts, Mister Donut was acquired by Dunkin' Donuts' owner Allied-Lyons. As of 2014, Dunkin' Donuts is owned by Dunkin' Brands Inc., which also owns Baskin-Robbins and previously owned the Togo's chain.

 HISTORY DUNKIN' DONUTS IN MALAYSIA

In the background of Dunkin’ Donuts have mention about this company has more than 11300 restaurant in 36 countries. I am so happy because Dunkin’ Donuts has been developing at Malaysia. Its donuts really tasty and delicious! Now I want to introduce about the history Dunkin' Donuts in Malaysia. Dunkin’ Donuts is Biggest Donuts and coffee chain in Malaysia. Golden Donuts Sdn Bhd brought its brand to Malaysia since 1987 and today having more than 55 outlets in Malaysia. The first outlet in the east Malaysian states at the Kota Kinabalu International Airport in Sabah. Dunkin' Donuts were certified halal by the Malaysian Islamic Development Department.

                                        ☻ Dunkin' Donuts at the Arrival hall of KKIA, Sabah

☻ Different flavor doughnuts!

FRANCHISOR MANAGEMENT

Now, we can take a look on the franchisor, William Rosenberg management and there are three elements which include Vision, Objective and strategic management.

Vision

To be recognize as a company that responsibly serves our guests, franchises, employees, communities, business partners and the interests of our planet.

Objective

To be the Quick Quality leader in its industry, offering a higher evolution of the standard quick dining experience, with innovative product choices at the right price, served fresh, meeting the needs of people who are busy living.

Strategic management

1. Produce more which results in a higher asset turnover.
2. Offers a variety of standardize products which limits the amount of product.
3. By buying in bulk, bidding competitively over contracts, and working with vendors to keep inventories low.
4. Centralized manufacturing
5. Low capital requirement

  

☻Offers a variety of standardize products

 

☻Centralized manufacturing

OPERATION OF DUNKIN' DONUTS

Why the operation of Dunkin’ donuts is well? Because Dunkin’ Donuts has good operations management such as:

1. Design of Goods and Services. It is automation and also reduced Customer Interaction
2. Human Resources or Job Design. For example vague job descriptions solutions are separating the job descriptions of the Crew Members into different areas and labor specialization to mitigating the risks happen.
3.  Ergonomics. It is for reduce injury occur in workplace.
4.  Outsourcing hiring and training needs to improved customer service and enhanced operation.
5. Supply Chain Management National DCP

• Purchase over 90 million pounds of coffee per year
• Export to over 23 international locations
• Manage a private, high speed network that services over 5,200 store locations
• Deliver approximately 1,100,000 cases of product.

·        

☻Deliver product







FRANCHISEE EXPERIENCE

We can understand about the four franchisee’s experience in Dunkin’ Donuts. The four franchisees are Brad Smith (owner), Cathy Winsor (Accountant), John Johns (Manager) and Nicholas Jones (Investor). The franchisee’s location at Flagstaff , Arizona, USA and their customer majority of the student because the place Dunkin’ Donuts right next to Northern Arizona University.

Brad Smith (owner)

• Working period is 2 years 11 months (October 2008 – August 2011) in Dunkin' Donuts.
• Supervise twenty-five to thirty employees for a bakery that supports seventy-two Dunkin' Donuts stores.
• Ensure that each product is baked to the specific standards of Dunkin Donuts with zero imperfections.
• In charge of business operations, and will have the final say on all decisions.

Cathy Winsor (Accountant)

• She has extensive experience in the accounting field. 
• She will be in charge of all accounting and ultimately all of the different finances in the company of Dunkin’ Donuts

John Johns (Manager)

•  His job in the company is to be the main manager who manages all the other smaller subordinate mangers and also oversees all of the operations.
• He has experience in managing at other companies such as Game Spot and Andre’s Pizza.

Nicholas Jones (Investor)

• Working period is 11 months (October 2008 – August 2009) in Dunkin’ Donuts.
• Working experience in Dunkin’ Donuts are Cashier, Food prepare, Inventory, Cash control, Machine calibrations, Customer service
• He is looking to invest his money in Dunkin’ Donuts franchise in order to expand his portfolio.

CUSTOMER SURVEY IN ONE OUTLET

Lastly we have some customer survey at one outlet. There have some good comments and also have bad comments for Dunkin’ Donuts.

GOOD COMMENTS☺	BAD COMMENTS☹
Great customer services such as staff nicely, courteous and have numerous recommendations.	Tired for waiting such as some customer can’t deal with a 10-15 minute wait for their food.
Prefect cup of ice coffee.	Sandwich greasy.
Doughnuts of Dunkin’ Donuts good taste.	Hot coffee had a little burnt taste.

The best comment that from customer survey is they feel the doughnut is good taste while about the bad comments for need to wait long time for their food is accounted for the largest number from customer survey.

                                                                       ☺Staff nicely!

☹ Wait long time

To get valuable feedback about their foods and services provided from customers for future improvement, Dunkin’ Donuts always launches a guest satisfaction survey. 

If you need to give feedback, you can visit Tell Dunkin’ Survey website to share your dining experience within 3 days. After completion of your survey, you will receive a validation code, which can be used to redeem a free doughnut when you purchase a medium or larger beverage during your next visit.



                                                                             Thank you!!